Dec 2014 – Sep 2016 · 1 yr 9 mos · Pune Kharadi

• Led a team of 17 support engineers as IT Service Delivery manager
• We provided support to 42 Vodafone markets across the globe. Some of our key Deliverables were
• Incident management
• Problem management
• Demand management
• Supporting major releases
• Supporting AI integrations
• Supporting DI releases
• Maintaining system uptime
• Housekeeping activities
• Relationship Management
• Liaise with senior management and client project managers.
• Be a single point of contact with stakeholders, technical teams and QA team.
• Provide business requirements to technical teams after analyzing issues reported by users.
• Conducting feasibility studies, estimation and impact analysis.
• Negotiation and finalization of Service Level Agreements with stakeholders
• Identifying opportunities to enhance scope and usage of project
• Analyze and propose effective business solutions through improvements in information systems or data management or processes/procedures.
• Project Management
• Tracking and monitoring performance of resources on a daily basis against set milestones.
• Providing inputs for effective service delivery and effective resource planning
• Preparing various reports for stakeholders and senior management
• Improving processes to enhance customer satisfaction
• Create presentations, specifications, user guides, Release notes etc.
• Managing escalations from stakeholders and support teams.
• Identify risks & issues and report them to the management appropriately.
• Participate in requirements prioritization.
• Verify the configuration and obtain user acceptance
• Team Management
• Ensuring organizational commitments are completed on time
• Conducting performance appraisals
• Foster team spirit amongst team members
• Identifying training needs of team members to enhance their productivity
• Motivating team members to keep Attrition and Absenteeism under control
• Training and mentoring new resources

Sep 2010 – Jul 2014 · 3 yrs 10 mos · Bengaluru Area, India

• As application security manager, i was responsible for assessing client's application landscape, suggest most suitable security techniques to create a threat resilient framework using Accenture differentiated methods and create impactful client solutions.
• Tracking and monitoring progress of project on a daily basis against set milestones and schedules
• Providing inputs for effective service delivery and effective resource planning
• Preparing various weekly/ monthly MIS reports for stakeholders and senior management
• Improving processes to enhance customer satisfaction
• Help the technical team to understand, investigate, analyze, and decompose business functions, processes, information/work flows.
• Managing escalations from stakeholders.
• Identify risks & issues and report them to the management appropriately.
• Participate in requirements prioritization.
• Verify the configuration and obtain user acceptance

Dec 2005 – Sep 2010 · 4 yrs 9 mos

• Project Tracking
• Client management - Maintaining relationships and keeping them updated with the latest project status
• Gathering business requirements through a variety of methods (e.g. interviews, Demos, documentation, etc.)
• Defining business functionality for development
• Using Microsoft tools to create presentations, estimates, specifications, etc.
• Estimating the effort to accomplish assigned responsibilities and managing own tasks to meet deadlines.
• Doing testing on the finished product and getting a signoff from the client.